User Guide v1 - Xfinity

TROUBLE TICKET REPORTING TOOL

User Guide v1

OVERVIEW & ACCOUNT SET UP

Document Sections

Overview and Account Set Up Dashboard ? Help Desk Account Settings Frequently Asked Questions

? 2018 Comcast. All rights reserved.

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Trouble Ticket Reporting Tool

OVERVIEW & ACCOUNT SET UP

This user guide contains essential information for CALNET 3 customers and users of the Trouble Ticket Reporting Tool (TTRT). This user guide includes a description of the features and capabilities of the TTRT highlighting the functionalities of each tab including the Dashboard and Service Desk functionality.

Account Set Up and Login

A set of login credentials, including user name and initial password, will be sent to designated account contacts after the account is set up in Comcast systems. Typically, 2-5 business days after acknowledgment of customer order.

Below is a sample screenshot of email notification: Dear Comcast Business Customer, Welcome to your Enterprise Customer Care Center! Your username and a link to set your password are below:

Username: Create Password link:

--Screen shot below *Please activate now. The password link will expire in 24 hours.

If you would like a demo of the Enterprise Customer Care Center, please reach out to your Account or Project Manager who will be happy to provide a walkthrough.

Thank you for choosing Comcast Business!

** If you do not receive your welcome e-mail or you have questions regarding the portal please reach out to Chris Gerstenfeld at Chris_Gerstenfeld@ 916-540-0319.

? 2018 Comcast. All rights reserved.

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Trouble Ticket Reporting Tool

Once credentials are received and account is set up, the Trouble Ticket Reporting Took (TTRT) can be accessed by following this URL: sigma

The following is the Home view of the TTRT.

? 2018 Comcast. All rights reserved.

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Trouble Ticket Reporting Tool

DASHBOARD ? HELP DESK

Dashboard

The Dashboard tab acts as a home page for the TTRT and where a trouble ticket can be opened, status reviewed and navigation to all open or closed trouble tickets.

Help Desk

The Help Desk shows three different views of trouble tickets: Active, Closed and All. On all views, the Create New Ticket Button, and Search by Site Number are visible. Create a New Ticket Users can submit service requests through the enterprise portal. To process a new service request, select the Create Ticket and fully complete all fields on the form. Once data is completed, select Create Ticket at the bottom of the form.

? 2018 Comcast. All rights reserved.

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Trouble Ticket Reporting Tool

Search by Site Number The search by site number box will assist users to quickly locate a ticket based on the site number. Enter the site number and select search.

Active This sub tab displays all Help Desk tickets in active/open status by site.

? 2018 Comcast. All rights reserved.

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Trouble Ticket Reporting Tool

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